Customer Experience Specialist
Customer Experience Specialist
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Job Description
What Youll Do:
1. Chatbot Wizardry:
- Keep our chatbot engaging accurate and always ready to help by updating workflows and expanding functionality.
- Monitor performance metrics and implement improvements based on customer insights.
- Collaborate with internal teams to align chatbot features with business goals.
2. Customer Service Platform Champion:
- Manage and optimize our customer service platform (e.g. Dixa Zendesk) for seamless support.
- Troubleshoot technical issues and enhance the platforms usability for the team.
- Be the goto resource for customer service team members needing platform support.
3. Social Media & Online Reputation Guru:
- Engage with customers on social media platforms by responding to inquiries and comments promptly and professionally.
- Address feedback on review sites like Google Yelp and Trustpilot
- Escalate complex issues to the appropriate teams and ensure resolutions are achieved.
4. Content Creator Extraordinaire:
- Develop and maintain knowledge base articles chatbot scripts FAQs and response templates that align with our brands tone.
- Keep all content updated to reflect current policies offerings and trends.
5. DataDriven Innovator:
- Track key performance metrics for digital platforms and analyze data to identify improvement opportunities.
- Provide actionable insights to enhance efficiency response times and customer satisfaction.
6. Collaborative Team Player:
- Partner with customer service marketing and ecommerce teams to ensure digital interactions support broader business goals.
- Act as the voice of the customer sharing feedback to drive service improvements.
Qualifications :
What Were Looking For:
Education:
- Bachelors degree in Marketing Communications Business or a related field (or equivalent experience).
Experience:
- 24 years in customer service digital communication or ecommerce support roles.
- Handson experience with customer service platforms and chatbot tools like Dixa Zendesk or LiveChat.
Skills:
- Strong written communication with impeccable attention to detail in both English and French.
- Familiarity with social media management tools like Hootsuite or Sprinklr.
- Analytical mindset with the ability to interpret data and recommend solutions.
Key Attributes:
- Customerfocused proactive and always ready to solve problems.
- Resourceful adaptable and eager to embrace new tools and technologies autonomously.
- Collaborative spirit with a drive to work across teams and achieve shared goals.
Additional Information :
Why Join Us
- Be part of a team that values innovation collaboration and exceptional customer experiences.
- Opportunity to grow your career in a supportive and dynamic environment.
- Play a key role in shaping how customers interact with a leading brand in the ecommerce space.
If youre ready to make a real impact and take your career to the next level apply today to become our Customer Experience Specialist. Lets create amazing customer experiences together
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
